Purchase made and Makro don't want to hand over parcel

I made an online purchase on 08/01/2021. Payment and delivery cost were made and order has been confirmed. I received notification that order has been packed and is waiting on collection from courier. Makro state that delivery will be made3 between 7 - 10 working days. After follow-up emails to *** and ***, I got an email stating that my order is in process. Yesterday (26/01/2021) I received an email from Wandile Sibeko, stating that the order needs to be cancelled due to the seller not handing over the parcel. I mean!?!?!?! I phoned the online service number and they could not tell me why that parcel was not handed to the courier. I am extremely upset as this was a gift for my son who is going to hostel, and now I need to tell him, sorry, they don't want to deliver the purchase. Nothing was mentioned about monies paid etc. I need answers and would not recommend buying online at all.